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Support holistic and secure processes
Our SAP experts ensure that your SAP systems run smoothly at all times. The components SAP-BC and the Web Application Server create the operating system environment in which the SAP programs can run reliably. The monitoring and supervision of your hardware components including all peripheral equipment, the server operating system, your application programs and database management including all documentation is optimally catered for. In the narrower area of the R/3 applications, the system administrator develops data safety and security concepts, optimizes system performance and becomes particularly involved when new configurations have to be created for system expansions.
Holistic processes are supported with the help of the Solution Manager: this tool, which has been integrated into the SAP landscape, controls the support side of your IT organization. Your support organization will now be able to process and monitor messages from customers in a controlled process. Moreover, critical systems and business processes can be monitored automatically.
The functions:
- central control and monitoring with the Support Desk Panel
- integration of change management, e.g. considering pharma-specific viewpointsand other workflows in accordance with the ITIL standard
- simplified masks for recording messages and maintaining master data
- mapping of critical business processes in the Solution Manager for documentation and active support as well as complex support organizations and customer relationships incl. “non-SAP” applications
- transfer of new processes from projects to support
- reporting with SAP Business Warehouse (BW)
Your advantages:
- You retain the overview: thanks to user-oriented unfilled order processing and interlinked records
- You save time: problem messages can be created directly by the user in the connected systems
- You gain control: problems are monitored or, if necessary, escalated by e-mail according to priority
- You derive cost advantages: by eliminating further support systems e.g. for other areas
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